SVP, Client Experience
Exegy
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York • United States
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Job Level
About the role
- Lead (Bi) Annual Business Reviews: Act as the primary lead for high-impact business reviews with Premier account executives, focusing on client priorities for the next year, trading infrastructure investment, and critical business milestones.
- Manage the Exegy Narrative: Establish and reinforce Exegy’s value proposition with business and technical executives, "managing the narrative up the chain" to ensure alignment with client corporate development. Drive continuous expansion and refinement of the KPIs that quantify the value Exegy delivers and the exceptional quality and performance of our products and services.
- Strategic Pipeline Creation: Choreograph business reviews to translate client priorities and investment plans into expansion sales opportunities.
- End-to-End Ownership: Direct oversight of the post-sale to production launch process, including staff responsible for solution delivery and installation, client onboarding, and the transition to the Client Success and Product Operations models.
- Process Overhaul: Evaluate and redesign the onboarding experience from the client's perspective to ensure it is clear, efficient, effective, and consistent.
- Management by Influence: Partner with Account Management, Client Success, and Product Operations to ensure all touchpoints deliver a unified and trusted client experience.
- Metrics & KPIs: Drive the collection and normalized reporting of metrics that quantify the value delivered (e.g., build/maintenance costs, time-to-market, and service quality).
- Client Portal & QBRs: Oversee the delivery of value-based reporting via the Client Portal and ensure Quarterly Service Reviews (QSRs) effectively use metrics and KPIs to highlight service quality and defuse service negativity.
Requirements
- 15+ years of experience in technology service delivery, project management, client success, or relationship management within the capital markets or fintech sectors.
- Proven History of Leadership: Experience leading multi-disciplinary, global teams and a track record of owning large-scale "Client Experience" or "Client Success" initiatives.
- Capital Markets Expertise: Deep familiarity with mission-critical trading infrastructure, low-latency systems, and the specific needs of global Tier-1 banks and hedge funds.
- Executive Presence: Exceptional communication skills with the ability to convey complex technical concepts simply to C-suite executives.
- Education: Bachelor’s or Graduate degree in Finance, Economics, Technology, or Business (MBA preferred).
- Experience in PE-backed or growth-stage fintech organizations
Benefits
- Health insurance
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
project managementclient successrelationship managementtrading infrastructurelow-latency systemsmetricsKPIssolution deliveryonboardingservice quality
Soft Skills
leadershipcommunicationinfluencecollaborationstrategic thinkingclient experienceproblem-solvingnarrative managementprocess improvementexecutive presence